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Add and manage account users

Add team members to your account, choose their roles, and suspend access when they leave.

Use this article to add account users, choose their roles, and edit, suspend, or reset their access.

Account users (also called extra admin users) are team members who help run your Kajabi account. Each account user gets their own login, role, and two-factor authentication (2FA), so no one has to share the account owner's password.

Note:

You must be the account owner, a Co-owner, or an Administrator to manage account users in Settings > Manage Users. Only the account owner can edit, suspend, or reset the password of a Co-owner.

You manage account users in Manage Users, not in Contacts, and the account owner doesn't appear in that list. Account users log in at the Kajabi login page. See log in to a Kajabi account.

You and your account users can work in the account at the same time. We recommend not editing the same page as someone else at the same time, because the last person to save can overwrite the other person's work.

Add an account user

To add an account user:

  1. Go to Settings > Manage Users.

  2. Click New User.

  3. Fill in First name, Last name, Email, Phone number (optional), Time zone, Password, and Password confirmation.

    New User page with the User Details form: First name, Last name, Email, Phone number, Time zone, Password, and Password confirmation fields.

  4. Select a role. See "Default account user roles" on this page. If you select Assistant, a Payments Management Access toggle appears.

    Role section with Co-owner, Administrator, Assistant, and Support Specialist options. Assistant is selected and its Payments Management Access toggle is turned on.

  5. Under Sites, check each site the account user can access. Assistants and Support Specialists need at least one site. Co-owners and Administrators get every site automatically.

  6. Under Communities, check each Community the account user can access. See Community access for account users.

  7. Click Save. Kajabi shows Successfully created user, please share the credentials with them. Additionally, they will receive an email from our system to confirm their email address.

    Sites and Communities sections with a site and a Community checked, and the Save button.

Send the new account user their email address and password. The first time they log in, they're asked to change the password.

Note:

Only the account owner can give a new account user the Co-owner role. To make an existing account user a Co-owner, see Request and approve the Co-owner role.

Verify an account user's email address

A new account user gets an email with the subject line Confirmation instructions. To verify their email address, they click Verify your email in that email within 24 hours. They can't log in until they do.

If the verification link expired or the email didn't arrive, you or the account user can send a new one. See Verify your Kajabi account.

Default account user roles

Kajabi has four default roles for account users. We recommend giving each person the lowest role they need, so they can only change what their work requires.

  • A Co-owner has full access, including payouts and payment processor setup. We recommend the Co-owner role only for business partners.

  • An Administrator manages the whole account and has access to every site. Administrators can't export payouts, change the payout schedule, send instant payouts, set up a payment processor or sales tax, or manage API keys.

  • An Assistant creates and edits content, Offers, coupons, and contacts on the sites assigned to them. Assistants can also open Sales > Coupons and Affiliates, and see a Course's progress report in More actions > View Progress on the Course page. They can't open Settings (except their own account settings), Analytics, or Sales > Payments.

  • A Support Specialist moderates comments and manages individual contacts on the sites assigned to them.

Request and approve the Co-owner role

To make an existing account user a Co-owner, a Co-owner requests the Co-owner role and the account owner approves it. Administrators can't request the Co-owner role.

To request the Co-owner role (as a Co-owner):

  1. Go to Settings > Manage Users.

  2. Click the account user's name, or click the more options (...) menu on their row and select Edit.

  3. Select the Co-owner role. A pop-up asks Selecting the Co-owner role requires approval from the Account Owner. Would you like to continue the request?

  4. Click Request role change. Kajabi shows Role change request has been sent to account owner, and the Co-owner option shows (Request pending approval from account owner).

While the Co-owner request is pending, the account owner and Co-owners see (Co-owner role pending approval) next to the account user in the user list. The account owner gets an email with the subject line Role change request created.

To approve the Co-owner request (as the account owner):

  1. Go to Settings > Manage Users. A banner shows You have one or more users requesting their role be changed to Co-owner.

  2. Click the account user's name, or click the more options (...) menu on their row and select Edit.

  3. Next to the Co-owner role, click Approve request.

The account user's role changes to Co-owner and they're signed out. The account owner gets an email with the subject line Role has been changed. The account user doesn't get an email.

Note:

An account owner can update a user's role to Co-owner without requiring approval.

Community access for account users

Community access for account users is set per user, even for Co-owners and Administrators. Access to every site doesn't include access to every Community. The account user who creates a Community gets access to it automatically.

To give an account user Community access:

  1. Go to Settings > Manage Users.

  2. Click the account user's name.

  3. Under Communities, check each Community.

  4. Click Save.

Keep these points in mind when you give Community access:

  • Co-owners and Administrators become Community admins, with full moderation rights.

  • Assistants become Community assistants, with moderation rights.

  • Support Specialists don't get Community admin or moderation rights, even if a Community is checked.

  • If a Community's checkbox is grayed out for an Assistant, select the Community's site under Sites, click Save. The checkbox is available once the site is saved.

  • If the account has no Communities, the section shows There is no community available to grant access to this user.

Account users don't need a separate moderator role, Access Group, or Offer to moderate a Community. See Community moderation tools.

Payments Management Access for Assistants

Payments Management Access is a toggle on the Assistant role that lets an Assistant manage customers' payments and respond to disputes. It's off by default, and the Assistant's other access stays the same.

Without Payments Management Access, Assistants can open a contact's purchases and orders, and view, download, and send their receipts. They can't refund or change payments.

To turn on Payments Management Access (as the account owner, a Co-owner, or an Administrator):

  1. Go to Settings > Manage Users.

  2. Click the Assistant's name.

  3. Under the Assistant role, turn on Payments Management Access.

  4. Click Save. The Assistant is signed out, and the new access applies when they log in again.

With Payments Management Access, an Assistant can open the Purchases tab on a contact's profile, click View Details on a purchase, and:

  • Issue refunds.

  • Cancel, pause, or resume subscriptions and payment plans.

  • Undo a scheduled cancellation with Don't cancel subscription or Don't cancel payment plan.

  • Change billing amounts or dates with Update subscription or Update payment plan.

  • Pay off a payment plan with Pay off payment plan.

  • Retry a failed payment (up to twice per day), and turn automatic retries on or off.

  • Respond to disputes.

The Assistant can also create manual transactions for affiliate users in Sales > Affiliates.

Note:

Payments Management Access doesn't give access to Sales > Payments, which holds the Transactions list for the whole site.

Default role permissions

Each account user role comes with default permissions. Each group below has a table of which roles get each permission, then a list of what each permission covers.

Note:

Some accounts can change permissions for each account user (see Customize permissions for an account user). On those accounts, an account user's permissions can differ from these defaults, and an Administrator can be limited to specific sites. On other accounts, every account user has their role's default permissions.

A few kinds of access follow the account user's role and aren't in the permission tables:

  • Administrators and Co-owners can add and manage account users in Settings > Manage Users.

  • Administrators and Co-owners can open every site. Assistants and Support Specialists can open only the sites assigned to them.

  • Only the account owner and Co-owners can connect Kajabi Payments, Stripe, or PayPal in Settings > Payment setup, or set up sales tax.

  • Every role can manage their own account details, Sign in & security, and Notifications & privacy, and open Kajabi University.

Products permissions

This table shows whether each account user role has each Products permission by default.

Permission

Support Specialist

Assistant

Administrator

Co-owner

Courses

❌ No

✅ Yes

✅ Yes

✅ Yes

Product announcements

❌ No

✅ Yes

✅ Yes

✅ Yes

Manage comments

✅ Yes

✅ Yes

✅ Yes

✅ Yes

Coaching

❌ No

✅ Yes

✅ Yes

✅ Yes

Podcasts

❌ No

✅ Yes

✅ Yes

✅ Yes

Backstage

❌ No

✅ Yes

✅ Yes

✅ Yes

Downloads

❌ No

✅ Yes

✅ Yes

✅ Yes

Newsletters

❌ No

✅ Yes

✅ Yes

✅ Yes

Here's what each Products permission lets an account user do:

  • Courses lets an account user create, edit, and publish Courses and their content.

  • Product announcements lets an account user create and send announcements to the customers in a Product. Product announcements also needs the Courses permission.

  • Manage comments lets an account user approve, reply to, and delete comments on Course content and Newsletter posts.

  • Coaching lets an account user create and manage Coaching programs and sessions.

  • Podcasts lets an account user create and manage Podcasts and episodes.

  • Backstage lets an account user create and manage Backstage content, including customer messaging, meetings, and assignments. Backstage direct messages can also be sent from the Universal inbox, which the Backstage permission doesn't cover.

  • Downloads lets an account user create and manage Downloads and their files. An account user with Backstage access can still attach an existing Download file to a customer without the Downloads permission.

  • Newsletters lets an account user create, edit, and send Newsletters, including the Newsletter's own email template. Comment moderation is covered by Manage comments, and general email campaign templates and sending domains are covered by Email campaigns under Marketing.

Marketing permissions

This table shows whether each account user role has each Marketing permission by default.

Permission

Support Specialist

Assistant

Administrator

Co-owner

Email campaigns

❌ No

✅ Yes

✅ Yes

✅ Yes

Automations

❌ No

✅ Yes

✅ Yes

✅ Yes

Funnels

❌ No

✅ Yes

✅ Yes

✅ Yes

Events

❌ No

✅ Yes

✅ Yes

✅ Yes

Forms

❌ No

✅ Yes

✅ Yes

✅ Yes

Here's what each Marketing permission lets an account user do:

  • Email campaigns lets an account user create, schedule, and send email broadcasts and sequences. Email campaigns also covers the site's email templates (including the welcome and double opt-in emails), template branding, and sending domains.

  • Automations lets an account user set up Automations, including their triggers, conditions, and actions.

  • Funnels lets an account user build and edit Funnels and their landing pages.

  • Events lets an account user create and manage Events, registrations, reminder emails, and Event reports.

  • Forms lets an account user create and edit Forms and view submissions.

Website permissions

This table shows whether each account user role has each Website permission by default.

Permission

Support Specialist

Assistant

Administrator

Co-owner

Pages & design

❌ No

✅ Yes

✅ Yes

✅ Yes

Blog

❌ No

✅ Yes

✅ Yes

✅ Yes

Navigation

❌ No

✅ Yes

✅ Yes

✅ Yes

Here's what each Website permission lets an account user do:

  • Pages & design lets an account user create, edit, and publish landing and website pages, export and delete landing pages, view page analytics, and run A/B tests. If your plan allows it, they can also edit page code. Pages & design also covers themes, styles, and site design settings. Pages inside a Funnel are covered by Funnels instead.

  • Blog lets an account user create, edit, and publish blog posts.

  • Navigation lets an account user create, edit, and delete the site's navbars and their links. The theme's default menus can be renamed and relinked, but not deleted.

Pricing & sales permissions

This table shows whether each account user role has each Pricing & sales permission by default. Assistants get Transaction management when Payments Management Access is turned on (see Payments Management Access for Assistants).

Permission

Support Specialist

Assistant

Administrator

Co-owner

Affiliate management

❌ No

✅ Yes

✅ Yes

✅ Yes

Offers & coupons

❌ No

✅ Yes

✅ Yes

✅ Yes

Payouts

❌ No

❌ No

✅ Yes

✅ Yes

Payments & purchases

❌ No

❌ No

✅ Yes

✅ Yes

Transaction management

❌ No

❌ No

✅ Yes

✅ Yes

Payment settings & integrations

❌ No

❌ No

✅ Yes

✅ Yes

Here's what each Pricing & sales permission lets an account user do:

  • Affiliate management lets an account user manage affiliate program settings, affiliate users, links, announcements, challenges, transactions, and commissions. Affiliate reports and their exports also need Payments & purchases. Affiliate payout actions (retrying a payout, changing the payout schedule and commission terms, marking or paying commissions, and balance adjustments) need all three: Affiliate management, Payments & purchases, and Transaction management.

  • Offers & coupons lets an account user create, edit, and delete Offers, variants, order bumps, and upsells, export an Offer's customer list, and customize checkout. Offers & coupons also covers cart settings, coupons, bulk coupon generation, gift settings on Offers, and setting an Offer's affiliate commission from its settings page.

  • Payouts lets an account user open the Kajabi Payments payout list and each payout's details. Exporting payouts, changing the payout schedule, and sending an instant payout stay limited to the account owner and Co-owners, even with the Payouts permission.

  • Payments & purchases lets an account user view the payments dashboard, transactions and exports, disputes and dispute evidence, subscriptions and payment plans, orders and receipts, and invoices. They can also edit, send, and void invoices. Financial analytics reports need both Payments & purchases and Analytics. Kajabi Payments payouts are covered by Payouts instead.

  • Transaction management lets an account user act on an individual transaction: issue a refund, retry a failed charge, turn automatic collection on or off, pay off a payment plan, pause, resume, uncancel, reprice, or cancel a subscription, and manage affiliate payouts. Transaction management doesn't open the payments dashboard or its lists, which need Payments & purchases. Responding to disputes isn't part of Transaction management: the account owner, Co-owners, and Administrators can always respond, and Assistants need Payments Management Access.

  • Payment settings & integrations lets an account user connect and manage accounting integrations (Xero and QuickBooks), outbound webhooks, and failed payment recovery emails, and convert Offers to Kajabi Payments. Payment settings & integrations doesn't include connecting or disconnecting a payment processor.

Contacts permissions

This table shows whether each account user role has each Contacts permission by default.

Permission

Support Specialist

Assistant

Administrator

Co-owner

View & edit

✅ Yes

✅ Yes

✅ Yes

✅ Yes

Assessments

❌ No

✅ Yes

✅ Yes

✅ Yes

Unsubscribe a contact

✅ Yes

✅ Yes

✅ Yes

✅ Yes

Bulk unsubscribe from marketing

❌ No

❌ No

✅ Yes

✅ Yes

Delete a contact

✅ Yes

✅ Yes

✅ Yes

✅ Yes

Bulk delete

❌ No

❌ No

✅ Yes

✅ Yes

Bulk export

❌ No

✅ Yes

✅ Yes

✅ Yes

Bulk actions

✅ Yes

✅ Yes

✅ Yes

✅ Yes

Here's what each Contacts permission lets an account user do:

  • View & edit lets an account user view contact profiles and edit their details. View & edit also covers tags, segments, contact insights, the Insights product progress report, customer search, and the contact lookups available to the API and to AI assistants.

  • Assessments lets an account user create and edit Assessments, and view and export their results.

  • Unsubscribe a contact lets an account user unsubscribe individual contacts from marketing email. SMS consent and Newsletter subscriptions aren't part of this permission.

  • Bulk unsubscribe from marketing lets an account user unsubscribe many contacts from all email marketing at once. It also needs Unsubscribe a contact.

  • Delete a contact lets an account user delete individual contacts. Merging two contacts also needs Delete a contact, because a merge deletes the contact that's merged away.

  • Bulk delete lets an account user delete many contacts at once. It also needs Delete a contact.

  • Bulk export lets an account user export contact lists as CSV files.

  • Bulk actions lets an account user grant or revoke Offers, add or remove tags, and manage email sequence, Newsletter, and Event subscriptions for many contacts at once. Doing the same for one contact from their profile is covered by View & edit.

Settings permissions

This table shows whether each account user role has each Settings permission by default.

Permission

Support Specialist

Assistant

Administrator

Co-owner

Site settings

❌ No

❌ No

✅ Yes

✅ Yes

API credentials

❌ No

❌ No

❌ No

✅ Yes

Billing

❌ No

❌ No

✅ Yes

✅ Yes

Here's what each Settings permission lets an account user do:

  • Site settings lets an account user change site settings such as integrations, custom domains, URL redirects, and translation overrides.

  • API credentials lets an account user view and manage API keys.

  • Billing lets an account user view and manage the Kajabi subscription and invoices.

Other tools permissions

This table shows whether each account user role has each Other tools permission by default. On accounts that can't change permissions for each account user, Assistants can also open the Partner dashboard.

Permission

Support Specialist

Assistant

Administrator

Co-owner

Partner dashboard

❌ No

❌ No

✅ Yes

✅ Yes

Universal inbox

❌ No

✅ Yes

✅ Yes

✅ Yes

Media library

❌ No

✅ Yes

✅ Yes

✅ Yes

Branded app

❌ No

✅ Yes

✅ Yes

✅ Yes

Agents

❌ No

✅ Yes

✅ Yes

✅ Yes

Cofounder

❌ No

✅ Yes

✅ Yes

✅ Yes

Analytics

❌ No

❌ No

✅ Yes

✅ Yes

Here's what each Other tools permission lets an account user do:

  • Partner dashboard lets an account user open the Kajabi Partner dashboard, including referrals and partner payouts. The Partner Program links show only for account users who also have access to the Kajabi Partner Site.

  • Universal inbox lets an account user open the Universal inbox and read, reply to, and manage conversations from connected channels. Backstage direct messages can also be sent from Backstage itself, which the Universal inbox permission doesn't cover.

  • Media library lets an account user open the media library and add, edit, tag, and delete media, including replacing media everywhere it's used on the site. Media library also covers browsing and uploading library media from the media picker in other admin areas, and the AI assistant's media tools.

  • Branded app lets an account user open the branded mobile app area, including app design and onboarding, store offers, and the app's push notifications. Store transaction reports also need Payments & purchases.

  • Agents lets an account user create, configure, turn on, and delete the site's AI agents, including their knowledge, analytics, and admin test chats. Viewing and taking over agent conversations needs Universal inbox. Choosing what customers' AI assistants can read from the site needs both Agents and Site settings.

  • Cofounder lets an account user chat with Cofounder in the admin and the Kajabi Creator mobile app, including voice, chat history, attachments, suggestion nudges, the dashboard composer, and the mobile action-item list. Cofounder still follows the account user's other permissions, so it can't do anything they couldn't do themselves.

  • Analytics lets an account user view the Analytics overview and reports, including the AI assistant's contacts analytics. Revenue and payment reports also need Payments & purchases, and the product progress report follows the Contacts View & edit permission instead.

Plan limits for account users

Your plan limits how many account users can have the Co-owner or Administrator role. Co-owners and Administrators share one limit, and the account owner doesn't count toward it.

The table below shows how many Co-owners and Administrators each plan includes.

Plan

Co-owners and Administrators

Kickstarter

1

Basic

1

Growth

10

Pro

25

If you need more, you can buy extra account users. See Manage subscription.

Note:

Assistants and Support Specialists are unlimited on every plan, including legacy plans, and don't count toward the limit. Suspended account users don't count toward the limit either.

When you reach the limit, you can still:

  • Add Assistants and Support Specialists.

  • Switch someone between Co-owner and Administrator.

  • Move a Co-owner or Administrator to a lower role.

You can't give anyone else the Co-owner or Administrator role, or unsuspend a Co-owner or Administrator, until you make room. To make room, suspend a Co-owner or Administrator, change their role to Assistant or Support Specialist, or buy extra account users. For the messages you see at the limit, see Error messages.

Manage an existing account user

After you add an account user, you can edit their details, reset their password, or suspend them from Settings > Manage Users.

Edit an account user

To edit an account user:

  1. Go to Settings > Manage Users.

  2. Click the account user's name, or click the more options (...) menu on their row and select Edit.

  3. Change the account user's details, role, sites, or Communities.

  4. Click Save.

What happens after you save depends on what you changed:

  • If you changed the account user's role or sites, they're signed out and see their new access the next time they log in.

  • If you changed their name or Communities, they stay logged in.

  • If you changed their email address, the change isn't complete until they verify the new address, and Manage Users keeps showing the old address until then. See "Verify a new email address after changing it" in log in to a Kajabi account.

Reset an account user's password

To make an account user reset their password:

  1. Go to Settings > Manage Users.

  2. Click the account user's name.

  3. Click Reset password.

    User Details form for an account user, with an arrow pointing to the Reset password button.

  4. In the Confirm password reset pop-up, click Yes, reset password. Kajabi shows Successfully reset password.

The account user is signed out and gets an email with the subject line A reset of your Kajabi user password is required. The next time they log in, they must enter their current password and choose a new one.

If an account user doesn't know their current password, they can reset it anytime by clicking Forgot your password? on the Kajabi login page.

Note:

If an account user lost their 2FA device, they can reset 2FA themselves from the login page. See "Reset 2FA from the login page" in log in to a Kajabi account. Account owners can't reset 2FA for another account user.

Suspend or unsuspend an account user

To remove an account user's access, for example when they leave your team, suspend them. You can't delete account users from Manage Users, so suspending is how you remove access.

To suspend an account user:

  1. Go to Settings > Manage Users.

  2. Click the account user's name.

  3. Scroll to the bottom of the page and click Suspend User.

    Bottom of an account user's page, with an arrow pointing to Suspend User next to the Save button.

  4. In the Confirm user suspension pop-up, click Suspend user.

Kajabi takes you back to Manage Users and shows Successfully updated user. The account user shows a Suspended label, can't log in, and is signed out the next time they open a page.

To unsuspend an account user:

  1. Go to Settings > Manage Users.

  2. Click the account user's name.

  3. Scroll to the bottom of the page and click Unsuspend User.

    Bottom of a suspended account user's page, with an arrow pointing to Unsuspend User next to the Save button.

  4. In the Confirm user unsuspension pop-up, click Unsuspend user.

The account user can log in again. If you're at your plan's limit, you can't unsuspend a Co-owner or Administrator until you make room. See Plan limits for account users.

Error messages

These are the error messages you might see when you add or manage account users, what each one means, and how to fix it.

Email has already been taken

If you see Email has already been taken when you add an account user, that email address is already used on another Kajabi account. Each email address can belong to only one Kajabi account, so a person who joins several accounts needs a different email address for each one.

To fix it, add "+" and a word to the address, like [email protected]. Emails sent to that address usually still arrive in the same inbox. If the email provider doesn't support "+" addresses, use a different email address.

Need more co-owners or administrators?

If you see Need more co-owners or administrators? when you add or edit an account user, your account has reached its plan's limit for Co-owners and Administrators, so those roles are hidden. When you edit someone who's already a Co-owner or Administrator, their own role stays visible.

To fix it, suspend a Co-owner or Administrator, change their role to Assistant or Support Specialist, or buy extra account users. See Plan limits for account users.

User was not unsuspended. Upgrade your plan to add more users.

If you see User was not unsuspended. Upgrade your plan to add more users. on Manage Users, you tried to unsuspend a Co-owner or Administrator while your account is at its plan's limit for those roles.

To fix it, suspend another Co-owner or Administrator, change their role to Assistant or Support Specialist, or buy extra account users. Then unsuspend the account user again.

User was not updated. Upgrade your plan to add more users.

If you see User was not updated. Upgrade your plan to add more users. after you save an account user, you tried to give them the Co-owner or Administrator role while your account is at its plan's limit for those roles.

To fix it, suspend another Co-owner or Administrator, change their role to Assistant or Support Specialist, or buy extra account users. Then edit the account user again.

User was not saved. You need different permissions to make a user a co-owner.

If you see User was not saved. You need different permissions to make a user a co-owner., you tried to give someone the Co-owner role directly, but only the account owner can do that.

To fix it, ask the account owner to give the Co-owner role. If you're a Co-owner, you can request the role for an existing account user instead. See Request and approve the Co-owner role.

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